Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 2024. I purchased a metal building kit to include garage doors. The kit was assembled with no door present. Was told they are having trouble getting them in. 2 months later in October the door arrived and were installed. Upon review it was noted that the door were of 2 different styles. One style was what we ordered the other was wrong. The correct door has broken glass on one panel. Was advised it would be taken care of. Fast forward to December and a call to Legacy showed that the replacement door and glass pane were order months ago and when the second set came in, they were damaged as well. A third set was ordered. None of this was ever communicated to me. Said the 3rd set might be in next week, mid December. I asked for a remittance of some money for the almost 4 month inconvenience. Not a refund of the cost but something to show they value their customers. Some jackleg supervisor called me and said there would absolutely note be a refund of the cost of the doors. Keep in mind I didn't ask for a full refund. Said since they installed the broken glass door and the totally wrong door that they would not be doing anything else until the 3rd set of doors come in hopefully in a week. Said I could talk to whomever I wanted as he had already placed the owner on notice if the situation. Bet he failed to mention what a diq he was to me on the phone. As a retired US combat veteran I can say I have never been dismissed in such a rude and unprofessional manner and been made feel like the business absolutely doesn't give a rats a@& about their customer once the sale has been completed and they've got their money. Couple 3 or 4 hundred dollars refund back to me for the almost 4 month wait would have found a happy customer content to continue to wait for the 3rd set of doors. But noooooo, you'd thought I ask for a total kit refund. I drive for the Amish who build for Legacy and went with their referral, big mistake to buy from this organization. Sad really sad.

  Business Response

  Date: 12/03/2024

  Good Morning, It is important to note that we did not sell a package to Mr. *** Meter. The transaction in question was made between Legacy Metals and ******************************* / ******* *********. ********************** has a contractor account with **********************, and because of that they get a 3% discount on anything they purchase. Our business deal was with them, and they built the building and were paid by Mr. *** Meter. Oak Ridge placed the order for the custom garage doors for this customer, and the doors arrived damaged. As a courtesy to ********* we provided some stock doors to put in the customers building at no charge so that he could utilize the building and the custom garage doors could be replaced. We re-ordered the doors and they arrived at our suppliers location damaged from the factory, so they had to re-order. this has been a difficult situation for all parties involved, but I believe that Legacy Metals has done everything in its power to help our customer, "**********************", to help their customer make this as painless as possible. The temporary garage doors that Legacy Metals provided at no cost to install cost approx $1800.00 and will be of little to no value when removed from the building since we cannot sell used product. We are still waiting for the custom doors to arrive at our location, and will see to it that they get delivered to the customer as soon as they arrive.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22628773
  
  I am rejecting this response because:

  While Lagacy Metals is content throwing ****************** under the bus, I would like to point out that you did not just throw out some stock doors to satisfy until the custom doors arrived. You, Legacy ordered the wrong 12' door to begin with. Had you arbitrarily thrown in stock doors as you say you did just to cover your mistake then both stock doors would have match vs the 10' door being the correct item ordered. The 10' door is correct door it just has broken glass. The 12' door is the totally wrong item number. Even the packaging from the doors show the wrong item number was order through your system. Blame ******* all you want, but I'm sure he didn't punch in the numbers for ordering from your supplier.  You are at fault and instead of ******* up and taking responsibility you blame the Amish builder for ordering the wrong 12'door. How typical for a business to pass the proverbial **** and blame someone *******************************************************

  Business Response

  Date: 12/10/2024

  To whom this may concern, 

      Legacy metals has acted in good faith, and spoken with Oak Ridge builders about this matter. We will continue to serve our customers to the best of our ability even when things beyond our control do not go as planned. While we regret that this has not gone perfectly, we have gone above and beyond to ensure that the customer's building is secure even though it caused expense to our company. Also, to be clear, ********* construction did nothing wrong. I am merely pointing out that they were who Mr *** Meter bought the materials from. Our dealings were with *********, they bought the package and paid for it. Sincerely, ***** *****